We have developed incredible ways to communicate. We have developed all kinds of devices. When I started we communicated via pay phone. In the morning, we would call to get assignments. In the evening we would make check calls. Now, my dispatches come via people net and e mail. I can look up the address via a different device. I can input the address into my truck navigational device. I marvel at the technology we have developed. Now, if we could just develop one that helps us communicate well. Written accuracy increases profitability.

Most truck drivers did not become truckers because they excel at communication. Most technicians did not learn to work on trucks because they excelled at communicating. Talk to your shop manager. Schedule the service ahead of time. Written communication beats verbal. Emails are a from of written communication. Verbal communications can be forgotten more easily than written ones.

The shop manager does not work for the company driver. The driver does not work for the shop manager. They work with each other. They need to understand that. Blaming each other does not help. They need to work together. Accurate written communication helps them work together.

The shop manager does work for the one paying the bills. If you are an owner operator, the shop manager does work for you. I think of it as a partnership. Clear communications promote better partnerships. They need to know basic things like, where the truck is. When can they have it? When do you need it? Schedule in advance. Write down what you want done. Everyone benefits when the job is done right the first time.

The trucks themselves have become communication devices. By plugging them in the techs can communicate directly with the truck. Your Freightliner equipped with a Detroit engine can communicate directly with the techs and engineers in Detroit when a check engine light comes on. Detroit (with virtual technician) communicates back to the owner of the truck via email. It is a terrific system. Check engine lights are sensitive. They can come on for minor problems. The email can communicate the severity of the problem. Hopefully, it is something that can be scheduled ahead of time, or during regular service intervals. This can maximize up time.

The perfect truck has never rolled off the line. Written communications between driver, owner, and shop are essential. The driver, or owner communicate with a shop manager. The shop manager communicates with the tech. With oral communication, the further down the line it gets, the further from the instructions it gets. Poor communication can increase down time. Written communication increases accuracy. That maximizes up time. That increases satisfaction and profitability.
 

Comments (5)

Jeff Clark

Jeff Clark of Kewaunee, WI has been driving a truck for 24 years. He has been an owner operator for 11 years.

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I almost spit my coffee out with that CYOAWP. I have been on some type of satellite communication since 2001. There have been several times - when I got called out for doing something a certain way - Because that is what I was told to do- look it up in the system - sure enough I did what I was told (asked) to do. I covered my back side. Now, the whole point is to not screw it up - no one gains from that. So - if I get a questionable dispatch - I will make a phone call to clarify. The written word does create a valuable record.

October 09, 2015 6:54:16 AM

I use to work with a guy that said always CYOAWP (cover your own ass with paper) document everything well and get a signature.

October 08, 2015 21:22:53 PM

I am a huge fan of the written word. written proof has saved my butt more than once. you can say " I meant to tell you..." but when it is written down, no excuses.

October 08, 2015 19:08:38 PM

I am a fan of the documentation that written communication provides. Also the way dispatches are done helps provide clarity.

October 07, 2015 12:35:11 PM

Very nice article Jeff. Communication is essential in life. Any form of communication is better than not communicating.

October 07, 2015 8:25:01 AM